Purpose:

The Orange County Library System has adopted the following procedure to ensure an opportunity for customers to make a formal complaint against a library decision or service.

The Orange County Library System will accept and attempt to resolve all customer concerns at the service delivery level. In the event an issue cannot be resolved, or the customer is not satisfied with the outcome, the customer may submit a formal appeal.

Procedures:

  1. If a concern received cannot be resolved, the customer will be encouraged to submit a “Share Your Library Experience” form. This form will be shared with the Director and members of the Administration.
     
  2. Library management will review the form and provide a written response (if contact information is provided) to the customer within 30 days of receipt of the form.
     
  3. If the customer is not satisfied with this response, the customer may appeal in writing within 30 days of receipt of the response to the Customer Resolution Committee.

    Appeals should be made in writing to:

    Customer Resolution Committee
    101 E Central Blvd.
    Orlando, FL 32801

    Or via email to comments@ocls.info with the subject line “Customer Resolution Committee”

  4. The Customer Resolution Committee will review the appeal and provide a written response to the customer within 30 days of receipt of the appeal.
     
  5. Final appeals may be made to the Board of Trustees. Appeals should be made in writing to:

    Orange County Library System
    Library Board of Trustees
    101 E Central Blvd.
    Orlando, FL 32801

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Memorial Day Closing

Orange County Library System will be closed Sunday, May 26 and Monday, May 27, in observance of Memorial Day. The library system will resume normal business hours on Tuesday, May 28. View a complete list of holiday closures >